The following research methods are examples of exploratory research design: i. Secondary data analysis ii. Experience surveys iii. Focus groups iv. Telephone interviews v. Questionnaires

• A.iii iv v
• B.i iv v
• C.i ii iii
• D.iii iv v

Which ONE of the following is NOT one a research analytical tool to understand customers better?

• A.Google Analytics
• B.Cellphone surveys
• C.Internet
• D.Social media

When a customer is present and actively participates in the service delivery process

• A.Collaboration
• B.Co-production
• C.Co-assistance
• D.Cohesivenes

Which ONE of the following steps is part of the marketing research process?

• A.Consult with management.
• B.Develop research objectives.
• C.Managing the budget.
• D.Analyse and investigate service processes.

Which option is a disadvantage of customer participation in the service delivery process?

• A.Customers at a self-service restaurant might help themselves to more food than they are able to consume.
• B.Customers making an airline reservation using the internet.
• C.Organisations providing customers with discounts that they can claim from self-service kiosks.
• D.A customer using an ATM to withdraw cash.

How service is divided between the front-office, back-office and the co-producing customer in rendering the service?

• A.Customer willingness to participate
• B.Diversity of demands
• C.Input uncertainty
• D.Interdependencies